I submitted my first claim on my dog in October '09 for surgery to remove two masses that turned out to be non-malignant lipomas. She had never had surgery before. Never had any masses. When I was notified that my claim was being denied because "masses" was a pre-existing condition I was floored - and furious. I had no idea what they were talking about. Then I found out a fragment of a remark made by my vet in my dog's record 8 months earlier (that was partially covered by a photocopy of a prescription), was taken out of context and the claim was denied based on that. My vet was as angry as I was! She wrote a letter to Embrace to appeal the denial. To their credit, I must say, they were very fair in reopening my dog's case and I received an email today from the Head Underwriter of Lloyds of London telling me that she agreed with my vet and I that the claim was wrongly denied. They paid the claim. I am going to keep my insurance with Embrace only because of this. They have proven they will do the right thing, but you - the policy holder - have to stand up for yourself (and your pet!) and fight for it!
Age of Pet